Services Terms

These terms apply whenever you send a booking request on the Trove Services Marketplace. They are short and written in plain English. The most important point is the first one.

Trove and Trove at Home are brand names of Serein Consultancy LLC, a limited liability company licensed by Sharjah Media City (Shams), licence no. 2220356.01. In these terms, Trove means Serein Consultancy LLC.

1. Who you are booking

• Every service on the Services Marketplace is offered by an independent provider — a maker, creative or professional running their own business. Trove is not the provider. Trove does not perform, supervise or control the service, and does not guarantee it.
• Trove reviews every provider before listing them. That review looks at the quality of their work as shown to us; it is not an inspection, certification, background check or guarantee.
• The provider is responsible for holding any licence, permit or insurance their work needs, and for delivering the service safely and as described.

2. How booking works

• You send a booking request with your name, email, UAE mobile, area and a note about what you have in mind. No account is needed: we email you a private link to your booking, where you can check its progress and cancel it. Keep that email, and do not share the link.
• The provider confirms or declines. Until your booking is secured, your contact details stay with Trove. Once it is secured — when the provider confirms a booking you settle directly, or when your card payment is received for a booking you pay through Trove — your mobile number is released to the provider so they can arrange the details with you. Your email address is never shared with the provider.
• The details of the service — time, place, final scope and anything not covered by the listing — are agreed between you and the provider.
• If the service happens at your home, please make sure the space is safe and accessible, and that a parent or guardian is present throughout for anything involving children.

3. Paying

You choose how to pay when you send the request.

Settle directly with the provider. The payment is between you and the provider — bank transfer, cash on the day, or whatever you agree. Trove takes no part in it, receives nothing from it and cannot refund it. Agree any deposit or cancellation terms with the provider before the service.

Pay through Trove by card. Nothing is charged when you send the request.

• When the provider confirms, they set the service date and the price of the booking: the listed price for a fixed-price service, or the final price for a service listed with a starting price or per hour (a starting price is never lowered below the one listed). We email you the amount and a secure payment link.
• You pay Trove that amount by card. Your booking is secured once the payment is received. If the date or price isn't right for you, don't pay — cancel from your private link instead; nothing is charged.
• For that booking, Trove is your contracting party and engages the provider as its independent contractor to deliver the service.
• If the service is not delivered, Trove refunds you in full.
• If something goes wrong with a service you paid for through Trove, tell Trove within 3 days of the service date (the provider's fee is held until then, so it can still be put right). Trove will look at it reasonably and decide what, if anything, is refunded. Trove's total liability for a booking is limited to the amount you paid for it.
• Paying through Trove does not make Trove the provider of the service or responsible for how it is performed. Section 5 still applies.

Listed prices are the provider's own. Trove adds nothing on top, except that once Trove is registered for VAT, a booking paid through Trove may carry VAT at 5%, always shown with the amount before you pay.

4. Cancelling

• You can cancel a booking at any time before the service date — from Your bookings on the Services Marketplace if you are signed in, or from the private link in your emails. On or after the service date, contact Trove.
• If you paid through Trove and cancel before the service date, you are refunded in full, back to the card you paid with.
• For direct bookings, any late-cancellation or deposit terms are the ones you agreed with the provider.
• Providers can decline or cancel too. If a booking you paid through Trove is declined or cancelled by the provider, or by Trove, you are refunded in full.
• Refunds go back to the original card. Depending on your bank they can take 5–10 business days to appear.

5. Responsibility and liability

• The provider, not Trove, is responsible for the service and for anything that arises from it.
• To the fullest extent permitted by UAE law, Trove is not liable for any injury, illness, damage to property, loss, delay or disappointment arising from a service, or for any dispute between you and a provider.
• Nothing in these terms excludes or limits any liability that cannot be excluded or limited under UAE law, and nothing affects your rights as a consumer under UAE law.

6. Being fair

• Please be honest in your request and in any review you leave. Reviews that are not genuine, or that are abusive, are removed.
• Providers see only your name, area, preferred date and note until your booking is secured. Please do not put contact details in the note.

7. Practical points

• Trove may update these terms. The version that applies to a booking is the one shown when you sent the request; it is recorded with the booking.
• These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the courts of Dubai have exclusive jurisdiction.
• If any part of these terms is found unenforceable, the rest still applies.

By sending a booking request you accept these terms.